Denca annual customer survey 2013 – The results


survey_2013Listening to our clients is a key focus of our business. As well as regular, day to day communication on an ad-hoc basis, the Denca annual customer survey is an opportunity to take stock and get some statistical data to sit alongside the more anecdotal feedback.

Prior to the 2013 Survey we have always used hard copy mailing of our questionnaire but this year we decided to embrace the digital world and use an online survey hosted on our website.

Responses increase by over 300%

Undoubtedly, the single biggest impact of going digital has been response levels with individual responses rising from 310 in 2012 to a fantastic 1027 in 2013.

Thank you to everyone who took time to complete our Customer Satisfaction Survey this year.

We are again pleased to see so many postive comments though, in practice, it is the (gratifyingly few) comments identifying areas where people felt we may have some room for improvement that we find particularly useful.

The Results

We asked people to rate their experience of Denca from 5 (Very Good) to  1 (Poor) across 6 service delivery areas.

The table below shows the consolidated results, which may be of interest . . .

Area of Service Score
Response Time for Quotes: 4.3
Meeting Your Delivery Requirements: 4.4
Engineering the Solution: 4.5
Writing the Software for your Process: 4.2
Quality of build of panels and installation: 4.4
Calibration services and service visits: 4.3

Of 1027 individual responses, 89.6% were ‘Good’ or ‘Very Good’ – up from 86.8% in 2012 while 0.9% were ‘Poor’ or ‘Very Poor’ – down from 1.3% in 2012 – in both cases modest shifts but each in the right direction!

We have noted any ‘areas for improvement’ and we are already working on addressing these.

Overall, we are pretty pleased with the results which show that we consistently deliver on our promises, though we recognise we can always improve!

We only have one piece of unfinished business and that is the iPad Mini Draw:

Congratulations to Nigel Barlow at Endress & Hauser pictured here receiving his new iPad Mini on a recent visit to the Denca offices in Widnes.

Nigel receives his new iPad mini from Denca MD, Alan Brennan
Nigel receives his new iPad mini from Denca MD, Alan Brennan

If you have any comments or anything you’d like to talk to us about, please get in touch

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